Page 46 - Radius Training Corporate Brochure

MANAGING CUSTOMER COMPLAINTS

(A One-Day Training Programme)

Best suited to Consumer complaints are considered another form of
consumers’ needs and preferences index which help to
All customer-facing staff who need to be enhance your products and processes.
equipped with the skills for effective handling of
customer complaints.
Course Outline

Objectives  Defining Excellent Customer Service

By the end of this training, participants will be able  Who are your customers?
to:  Understanding customer wants and needs to

 Define Excellent Customer Service create loyalty
 Communication skills:
 Understand the differences and similarities
between Internal and External customers * Verbal

 Distinguish between customer wants and * Visual
customer needs * Vocal

 Use assertive communication techniques  Two-way communication

 Identify common reasons for customer  Features of assertive behaviour
complaints
 Customer complaints
 Implement the LEARNT system to resolve  Why people complain
customer complaints
 The benefits of complaints
 Manage internal stress from dealing with
difficult situations  How to handle complaints using LEARNT
 Overcoming stress

Overview

Customer complaints are indicative of dis-
satisfaction from the services being offered.
However, when a customer submits a complaint
about your service or product, you will be able to
use their feedback as a tool for further
improvements.
In this programme, you will understand the
benefit of treating complaints as treasures where
you can use the customer insights and
feedbacks to your advantage.

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